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Sr Associate at a maritime company with 501-1,000 employees
Real User
Great SLAs and reports with an easy setup
Pros and Cons
  • "The flow of the reports is good."
  • "We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."

What is our primary use case?

One use case is to communicate with customers. We have a lot of customers who are facing issues with products and they can raise the request from the customer portals. Internally, we'll also use it for the IT team and the Jira team. If any configuration changes or any new projects need to be created, or any configurations to be implemented, et cetera, we have a service management project and they will raise their tickets.

What is most valuable?

The SLAs are great. With SLAs, we can try them out. If you are providing solutions or responding to customers, it's great. 

The flow of the reports is good. I don't see any features or anything that is lacking. Everything is good on the JIRA Service Management, in terms of what they have provided.

It's easy to set up.

What needs improvement?

We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better. 

When we do a clone of a particular issue, it needs to ask certain things like system fields at least, to copy them or not. One thing which I did not like, is whenever we are moving a request from one project to another project, if, during that time, for example, a resolution has been fixed and now I am moving that issue to a particular work in progress status, during that time the resolution needs to be clear. JIRA applications are not providing the information. It is not clearing it in the backend.

If we are moving from one issue to another, we are waiting for support to resolve them. During that time window, a resolution is mandatory and it is not prompting us to resolve anything. Due to this, sometimes the reports might not get properly recorded.

For how long have I used the solution?

I've been using the solution for the last four years. 

Buyer's Guide
JIRA Service Management
February 2025
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: February 2025.
837,501 professionals have used our research since 2012.

What do I think about the stability of the solution?

Recently, in the Jira cloud, we have had an issue. Users are not able to log in and some of the customer data has also been lost. Overall, it's stable, about 99% stable.

What do I think about the scalability of the solution?

Currently, the number of users on Jira Service Management is around 300 plus users - maybe as many as 400. In terms of Jira software, we have 1400 using it.

It's a scalable product.

We do have plans to increase the licensing in the future.

How are customer service and support?

Technical support has been helpful. We are satisfied with the level of service. 

How was the initial setup?

The implementation is straightforward.

I wrote the automation. I used automation for the Jira app, and in the backend, in the workflows. I used a validator with the script. Based on that, I pulled some conditions. It was easy.

What's my experience with pricing, setup cost, and licensing?

I'm not aware of the exact pricing. It's my understanding that, compared to Service Management, the price is a little higher, however, the Jira software price is okay. It's a good price.

What other advice do I have?

I'm just an end-user.

We are on the cloud, and therefore using the latest version. They release new versions and fixes automatically and we can take advantage of them right away. 

Others need to be aware of how we need to use service management first. They need to know the queues and the SLAs. They need to understand the configurations also. 

I'd rate the solution nine out of ten.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Manager at a comms service provider with 1,001-5,000 employees
Real User
Its ticketing system and knowledge base are both valuable features
Pros and Cons
  • "Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
  • "With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."

What is our primary use case?

I'm working with a new organization, and we're considering going with Jira. First, we wanted to show the management, the features, and what options the competitors offer as well. Then we'll be moving forward.

What is most valuable?

Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us. 
These were the two main features that I'm looking forward to using at this current organization.

What needs improvement?

With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered. 

For how long have I used the solution?

I've been using Jira for the last 10 years.

What do I think about the scalability of the solution?

Jira is of course very scalable.

How are customer service and support?

We haven't faced any technical issues so far. Standard and premium support are both available 24/7, so I'm guessing it is going to be good. 

How was the initial setup?

Setting up Jira was very easy. The interface is good. Implementation is simple. One person can set it up by himself.  And the user experience is really good in Jira. 

What's my experience with pricing, setup cost, and licensing?

For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay. 

What other advice do I have?

I would rate Jira Service Management 10 out of 10. I think that people should really go for it because of its ease of use. I would definitely recommend it to others.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Buyer's Guide
JIRA Service Management
February 2025
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: February 2025.
837,501 professionals have used our research since 2012.
reviewer1275297 - PeerSpot reviewer
Project & Delivery Manager at a comms service provider with 10,001+ employees
Real User
An easy to configure and use solution for supporting and servicing requests
Pros and Cons
  • "Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
  • "At times you will need add-ons or additional software, so built-in features would be helpful."

What is our primary use case?

The primary use case is for support. I open, support, and service a request. There is also some follow up with the activities.

What is most valuable?

Some of the most valuable features are simplicity, ease of configuration, and ease of customization. Overall, it's very easy to work with.

What needs improvement?

At times you will need add-ons or additional software, so built-in features would be helpful. For example, a built-in SIEM.

It would be interesting to add an Atlassian SIEM. I think it would be great!

For how long have I used the solution?

I have been working with JIRA Service Desk for one year.

What do I think about the stability of the solution?

This solution is stable and we have not experienced any bugs.

What do I think about the scalability of the solution?

This solution is scalable. They have a good architecture with good settings, especially the data center architecture. You can download scalable architecture.

How are customer service and technical support?

I have not used the technical support.

How was the initial setup?

The initial setup was simple.

It takes a maximum of one month to deploy this solution for a medium-sized company.

At times, customers request regular assistance for maintenance as they do not have anyone internally. It's an on-demand implementation or improvement.

What about the implementation team?

We implement this solution for our customers. Most of our customers are medium-sized companies, but we do have some that are larger.

What's my experience with pricing, setup cost, and licensing?

It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.

There are additional costs for add-ons that require additional software to support the specific add-on.

There are not only custom licenses, they have licenses for add-ons as well.

Globally, it's an interesting cost perspective.

What other advice do I have?

Because it is simple, you can start small and develop. You can customize more and more depending on your requirements. It's quite simple to configure.

I would say start and improve. Often you have to think about everything because it will be painful later on if you need to add customization that comes with JIRA Service Desk. This is the reason that you can start in one month. It's a simpler approach.

It's a good product.

I would rate this solution a nine out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
PeerSpot user
Business Analyst at Towers Watson
Real User
It's relatively straightforward to configure, but it does not integrate very well with our email system.

What is most valuable?

The system is relatively straightforward to configure. The ability to add custom fields is useful as is the ability to customise the individual queues for the service desk requests to sit in.

What needs improvement?

It does not integrate very well with our email system (MS Outlook). When users log issues they sometimes include a paragraph of text, or a report, with some of the content highlighted in order to draw attention to a problem. The email integration seems to read only the ascii text and throws away all of the formatting. Also if a user emails an issue in and CC's their colleagues in, the system seems incapable of also CC'ing them in on any reply and subsequent dialogue.

For how long have I used the solution?

Just completed evaluation

How are customer service and technical support?

Atlassian Customer service is some of the best I have experienced. We have a 500 user Jira system (Without the Service Desk add-on) and I have raised a number of issues with Atlassian support. They have all been dealt with quickly and effectively.

Which solution did I use previously and why did I switch?

We used a product called Infra which is being discontinued in it's current form. We decided to review other products as we had decided to 'jump ship' with Infra.

What's my experience with pricing, setup cost, and licensing?

Licensing has been much improved recently. In their previous version of Service Desk Atlassian were insisting that the customers (people who raised tickets) were all licensed Jira users. They have dropped that now and the product came back onto the radar for a lot of organisations who had previously dismissed it, purely on the shortcomings of the license model.

Which other solutions did I evaluate?

We also looked at Vivantio Service Desk and will probably implement this instead of Atlassian Service desk.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Lead Modeling & Simulation Engineer at Mitre
Real User
Fast development, easy layouts, with proven scalability
Pros and Cons
  • "We get software developed faster."
  • "I would like to see improvement in the ability to filter completed tasks."

What is our primary use case?

We use it to track software development projects.

How has it helped my organization?

We get software developed faster.

What is most valuable?

I like that it's easy to set up Sprint and put tasks and stories into Sprint. It is really easy to lay out the work that needs to be done.

What needs improvement?

I think that either a Gantt chart or a calendar view is something my management is used to seeing, and while they like the Sprint burndown charts, they would still like to see what is on the plan, and what is up and coming. I would like to see improvement in the ability to filter completed tasks.

For how long have I used the solution?

I have been using JIRA Service Management for three years.

What do I think about the stability of the solution?

The stability is ok for our needs. There are times when there have been some flaky things, that I don't think we expected, but it's not crashing all the time.

What do I think about the scalability of the solution?

It seems to scale just fine.

How are customer service and support?

I haven't figured out how to find Jira's technical support. There are times when I would have been happy to have had Jira technical support and I could not figure out how to get ahold of them.

How was the initial setup?

There were some pieces that were more difficult than I expected. This is another place to think of some improvement. Not regarding the installation instructions, but more guidance on the different ways to set up your project and different ways this tool can be used. Again, if I'm paying for the licensing of the tools, going out, and sending lots of people to large training courses, this becomes more expensive. I'm looking for the developers to give more guidance on directions on relating to the tool and the ways that the tool is useful. 

What other advice do I have?

I would rate JIRA Service Management an eight out of ten.

Which deployment model are you using for this solution?

Private Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Regional Manager at AKC Enterprise Ltd
Real User
Reliable, excellent support, and scalable
Pros and Cons
  • "The stability of JIRA Service Management is good."
  • "JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."

What is our primary use case?

We are using JIRA Service Management for many operations. Our organization is a call center and we use it for fixing phones, adding phones, fixing the CRM, faults or bugs on a website, bug-related reports, network issues, and VPN.

What needs improvement?

JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem.

In a future release, JIRA Service Management should add desktop notifications because at the moment, it's coming through emails. However, if they had desktop notifications, it would help a lot.

For how long have I used the solution?

I have been using JIRA Service Management for approximately three years.

What do I think about the stability of the solution?

The stability of JIRA Service Management is good.

What do I think about the scalability of the solution?

The solution is scalable.

We have approximately 800 people in my organization using this solution, which includes the technical teams and managers. 

How are customer service and support?

I have used the support from JIRA Service Management.

I would rate the support from JIRA Service Management a five out of five.

How was the initial setup?

The initial setup is not complex, but you need some training to be able to complete it.

What other advice do I have?

I would advise others to have some training before they implement JIRA Service Management.

I rate JIRA Service Management a nine out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Lead Consultant at Enquero Inc
Consultant
Easy to set up and fair pricing, but should provide packages solutions
Pros and Cons
  • "It's easy to set up the solution."
  • "JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."

What is our primary use case?

We're a service provider. We implement the solution for our clients. 

Typically clients use Jira more around incident reporting management and resolution of queries, or SLA management. Then, sometimes, they need a range of compliance SLS's such as knowledge management.

What is most valuable?

It's easy to set up the solution.

What needs improvement?

JIRA Service Desk is really good when you have a primitive environment where most of the Atlassian applications are already present. However, if you are just using JIRA Service Desk for making leads for an IPS and solution, then it becomes really difficult to get all these IPS and capabilities up and running. This is due to the fact that in a native application, we don't get all these capabilities. 

JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications.

We don't find there's support for CMDB.

The notifications are limited. That is good if a client environment is small enough and they do not require any advanced or mature use cases, but if they require it, then that's when we face a lot of issues because Jira Service Desk doesn't compliment such advanced decisions.

Jira should offer package solutions and be much more focused on giving advanced capabilities. If they are not developing advanced capabilities, at least, what they can do is focus on providing a packaged solution to give their customers the flexibility to choose what type of business package they want - whether its operations based or finance related. 

For how long have I used the solution?

I've been using the latest version of the solution for the last couple of months. Before that, I used it last year as well. Overall, I've been using the solution close to a year now.

What do I think about the stability of the solution?

There are minor bugs and issues, however, I would describe the solution as quite stable.

What do I think about the scalability of the solution?

With the number of applications on the marketplace continuing to grow, I would say the solution is quite scalable. The only challenges with scalability come with advanced use cases. There are some issues around their IPS and tools. Jira has the capabilities, however, they don't sell well for advanced cases. 

Still, if you are talking about the ability to scale using tools and plugins, I would say that usually, Jira can scale quite effectively for clients.

How are customer service and technical support?

When deploying or implementing, or even sometimes in day to day maintenance, if we encounter some issues, we will connect with technical support initially. There were a few issues, for example, around a server's speed and Jira wasn't quite performing well. As time has passed, it's gotten better. 

How was the initial setup?

The initial setup is very straightforward. It's fairly easy to get everything up and running.

In our experience, deployment takes about two to there months, depending on the complexity.

In terms of the process we follow, we usually come back to do some groundwork around what exactly the requirements are. We ask: what are we trying to solve? Then we do an assessment of the client environment. We try to identify which is the best fit in terms of applications for this deployment. Once decided, we run tests to see if the application fits the necessary criteria. We try to identify what the default configurations will be and make sure we clarify those before going ahead with our deployment strategy. 

The number of people involved in the deployment varies from client to client. If it's a small deployment, only five to ten people are needed. They may not be working all at the same time, but they'd have various roles in both deployment and maintenance. Afterwards, there will always be about three or four individuals that track support. These numbers can increase based on the number of tickets or the size of the organization. The highest amount of people we've worked with was about 30.

What about the implementation team?

We implement the solution for our clients.

What's my experience with pricing, setup cost, and licensing?

I'm not sure what the exact pricing is, but it's tiered based on the number of users. If a company has 10 users it might cost X but with 50 users it will cost Y. Outside solutions, such as plugins, may come at an extra cost. Apart from that, I don't think Jira has additional costs.

What other advice do I have?

While we largely deal with cloud deployments, we did recently have a client that requested an on-premises deployment.

The types of clients we have are small or medium-sized enterprises typically.

On a cost-basis, the product offering is very good.

Jira is very customer-centric. They really try to help users make the most out of their solution as well as other products. The plugins are all designed to make Jira even easier to use, even more user friendly, and serve to bridge the gap of features Jira might lack.

I'd rate the solution seven out of ten. We hear a lot of feedback from clients, and they mention the solution has some limitations.

Which deployment model are you using for this solution?

Private Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Other
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
IT Quality Section Head at Saudi Public Transport Company JSC
Real User
A customizable solution with good stability but needs more IT Service Management features
Pros and Cons
  • "The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
  • "The solution should be more formalized. It could be more user-friendly."

What is our primary use case?

I'm primarily trying to use the solution as an IT Service Management solution.

What is most valuable?

The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well. 

The solution offers access to add-ons that are also very helpful. 

What needs improvement?

The solution should be more formalized. It could be more user-friendly.

If we are talking about IT service management, I think more features related to problem management need to be within the solution. If you want something for supplier management or complication management, you have to buy some add-ons from the market to help you with this. However, there needs more enhancements regarding that both on the solution and with available add-ons. 

Arabic support is very important. It should be included on the solution itself, not provided separately. The reporting features should include more how-to guidance.

For how long have I used the solution?

I've been using the solution for about 1.5 years.

What do I think about the stability of the solution?

The solution is stable.

What do I think about the scalability of the solution?

In terms of handling data, the solution is very scalable. Right now, we have about 50 users on the system.

How are customer service and technical support?

Technical support is okay. They help us if we have something initialized. They're helpful and professional. 

Which solution did I use previously and why did I switch?

We previously used FS from Nexus, a Mac-specific manager, and a CS manager, among others, for various types of service management. We were trying to replace the IT Service management solutions with Jira mainly as a non-technical box for a non-technical cost and push management.

How was the initial setup?

The initial setup has a medium level of difficulty. Deployment took about ten days.

What about the implementation team?

We did the implementation ourselves with the help of some tutorials, which really helped to build the system.

What's my experience with pricing, setup cost, and licensing?

When we bought the solution, I recall there was one license option limited to 50 users. There is an enterprise version as well.

What other advice do I have?

We are using the on-premises deployment model.

It's a good, stable solution. It can help open the IT Solution management backing if you're just looking to do some enhancements.

I would rate the solution seven out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Buyer's Guide
Download our free JIRA Service Management Report and get advice and tips from experienced pros sharing their opinions.
Updated: February 2025
Buyer's Guide
Download our free JIRA Service Management Report and get advice and tips from experienced pros sharing their opinions.